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Product Return and Exchange Policy

Dear valued customer,

ICD Vietnam Industrial Production Company Limited sincerely apologizes for any issue that has led you to request a product return or exchange. We understand that such situations can cause unwanted inconvenience.

Committed to maximum customer satisfaction and to protecting your interests, ICD Vietnam sets out the following clear and transparent return and exchange policy:

I. RETURN AND EXCHANGE WINDOW

You are entitled to request a product return or exchange within 7 (seven) days of the date of sale. This period is calculated based on the date shown on the sales invoice or the official delivery note issued by ICD Vietnam.

II. CASES ELIGIBLE FOR RETURN OR EXCHANGE

ICD Vietnam will consider a return or exchange in any of the following cases:

  • New, unused product: The product must be 100% new and must not have been put into actual use.
  • Product does not match the description: The product received does not match the images shown on the website (icdvietnam.com.vn), or does not match the detailed description confirmed with you by our customer care staff.
  • Manufacturing defect: The product has a technical defect clearly identified as originating from the manufacturer. This determination is made by ICD Vietnam’s technical team, either through direct on-site inspection or other technical means.
  • Damage during shipping: The product is dented, deformed, or seriously physically damaged during transport from ICD Vietnam’s warehouse to your location. Important note: please inspect the outer condition of the product carefully at the time of delivery. We regret that we are unable to accept complaints about the product’s physical condition (dents, deformation) after you have signed to confirm delivery.

III. CONDITIONS FOR A RETURN OR EXCHANGE

To ensure a smooth and prompt return or exchange process, please make sure the following conditions are met:

  • Complete purchase documentation: You retain the relevant purchase documents, including the delivery note, sales invoice (VAT invoice if applicable), or sales contract.
  • Product and accessories intact: The product and all accompanying accessories (if any) must be complete and intact, with no scratches, damage, or missing parts compared to their condition at the time of delivery.
  • Only the main product is covered: This policy applies only to exchanging the main product if it is defective or does not match its description. Accompanying components or accessories (where the defect is not with the main product) are not eligible for separate exchange.

Note: For products that fall outside the return and exchange conditions above, or for defects arising from improper use, please refer to ICD Vietnam’s Warranty and Repair Policy for support.

IV. RETURN AND EXCHANGE PROCESS

If you need to return or exchange a product, please follow these steps:

  1. Contact us: Within 7 days of receiving your order, please contact ICD Vietnam immediately by hotline or email to report the product’s condition and request a return or exchange.
  2. Provide information: Please provide your order details and photos/video (if available) of the defect or product condition so we can assess the situation.
  3. Verification and guidance: ICD Vietnam’s customer care and technical team will receive your request, verify the information, and guide you through the remaining steps of the process.
  4. Handover of the returned product: Once your request is approved, you may send the product to ICD Vietnam, or we will arrange for a staff member to collect it, depending on what has been agreed. A replacement product will then be delivered to you as soon as possible.

V. CONTACT INFORMATION

For any questions, requests, or further advice regarding this Return and Exchange Policy, please contact ICD Vietnam using the information below:

ICD VIETNAM INDUSTRIAL PRODUCTION COMPANY LIMITED

ICD Vietnam sincerely thanks you for your trust and cooperation!

ICD Vietnam is committed to delivering outstanding value to our valued customers.
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